Responsibility: In reviewing our highest rent arrears cases, they are mainly where the element of responsibility has not been taken seriously. The arrears accrued because claimants refused to claim housing benefit on time when their circumstances changed, or had the benefits paid to them and then never paid this to the landlord. This responsibility issue is at the heart of [the questions over] universal credit.

Some residents may see owing their landlord as a cheap loan: It is at 0% interest no matter how much or for how long. Incentives to pay by direct debit have to be tangible for all to make it worthwhile.

Eviction is a last resort: However, allowing someone to continue to accrue debt that will be uncollectable and unpayable does not make business sense.

Equip customers to help themselves: Just chasing the money is not the way to tackle arrears and will not lead to any improvement.

Tony Newman is an independent project manager, consultant and trainer

We may see the return of the rent collector: I am sure that doorstep lenders will be keen to visit benefit recipients as soon as that money hits their accounts. We are competing for each customer in terms of attention and money.

Risk and rewards: Behavioural risk issues are not explored adequately before a tenant signs their tenancy agreement. This is a significant event for the person, and a contract involving a valuable asset, and yet is often treated as a quick admin process. I appreciate the pressures to reduce void times but I suggest that social landlords need to do more during the pre-tenancy phase.

Talking to tenants: We should be reminding people to pay on time, every time rather than reacting to arrears levels.

Financial problems: The primary reasons given by the 20 participants of our project for their financial issues were lack of secure regular employment, financial pressure from another organisation, low household income, interuptions with housing benefits and poor budgeting skills.

Credit unions: I strongly recommend you get as many tenants as you can to open credit union accounts. If the accounts are ready in time for universal credit, then hopefully the credit union should help make the transition smooth for the tenant and landlord.

Nip the problem in the bud: Set up tenancies correctly to do all you can to prevent arrears arising during tenancy.

We are going to see a dramatic rise in rent arrears: Rent payments will be put at risk by other demands on tenants' income. For some on very tight budgets the temptation to use the rent money to payother, perhaps unexpected, bills will be irresistible.

Arrears are in nobody's interest: We see every eviction as a failure and work very hard with tenants and other organisations to avoid doing so... but the housing element of universal credit will be paid monthly in arrears. Unless tenants have the financial resources to pay their rent upfront, which is unlikely, they will be starting off on the back foot.

We are working with our local credit union: We offer incentives to our tenants to sign up for an account with them and we are looking to form a partnership to offer low cost loans for household essential and such things as car repairs.

Andy Johnson is the Home Rewards Club project manager at Bromford Group

Issuing rewards: Since the start of our Home Rewards Club pilot we've seen a positive improvement in our customers' rent accounts. We've looked at the accounts of those who are in the scheme both pre- and post-signup and were pleased to report a 34% improvement in rent collection during the first six months.

Side effects: Even if all our customers pass on their housing element of universal credit responsibly, any delay can have a direct impact on our cashflow which is vital in terms of delivering our investment programme. Virtually any increase in arrears beyond what we've planned would mean that stock investment could potentially be delayed. Both of these issues increase future costs to the organisation and directly impact on our customers and their homes.

Incentives to pay: We previously incentivised direct debit payment with quarterly prize draws, but couldn't show evidence of a link to improved take up so we no longer do them. The sort of incentives that customers can really get their heads around (such as those offered by utility companies) remain unaffordable to social landlords.

Bob Newton is arrears manager at Helena Partnerships

Jam jar accounts: Our concern is that of capacity. Anectodally, when we are running community events and mention the jam jar accounts around 80-90% of people want to sign up there and then.